Chat: From Network marketing to service marketing

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Since 2007 in contact with the internet shopping, from the beginning to play the role of buyers, to now truly become a network marketing sellers, with the role of change, mentality has been further changed.

The role of buyer

When I was a buyer, I always like in Taobao shopping, from the phone recharge, to buy clothes, shoes and so on, because I always want to buy through Taobao cheap things, but also want to buy something satisfactory.

Of course, there are always things that are not satisfactory in this process.

When I bought a pair of shoes, the shoes I took back were the number of times I wore them. But it is more than I wear a lot, back to return to change back to the same number of shoes, when the request for return refund, the other side but for any reason obstructive, and finally to the difference as Bonzi, and then look for Taobao intervention, before the paragraph back, Spend the freight not to say, get more is uncomfortable.

Recently, want to buy a toy to a friend's son, and so on for several days before the line, think can buy a few more to some discount or package mail What, who knows only wait for the other side cold refused, that feeling straight want to give money to friends to buy.

Ii. role as Seller

Yes, Taobao is just a place to put things to sell, as long as the price and attributes of the goods, the buyer to buy their own, buy do not buy with you, sell do not sell with me, because there is no direct face buyers, there are too much negotiation.

But this kind of practice is really wrong, now Taobao this sense is very high place, so carry out sales, I believe it will be bought, will also be praised, but the premise is that you sell things very good, the other side has nothing to say.

Today, the network open shop and the reality of the shop, the first to allow guests to feel a sense of intimacy, this kind of intimacy is not a fake at any time you pay for the kind, but to let the other party feel that you can talk, in the conversation so that the other side to get the confidence, to be satisfied Guests will be assured to purchase your goods.

When encountering various situations at any time, as a seller should be active to contact, to explain, to deal with.

For example: The most basic situation is, when the buyer received the goods, feel dissatisfied, ask for a replacement. Although this situation will undoubtedly increase the seller's workload, even increase the cost of logistics, but throughout the transaction, this is the most basic service commitment, even if the other party to request returns, but also willing to apologize to customers and deal with as soon as possible, because the business is not in love, there is no need for a deal is not successful and let each other dissatisfied.

Another example: when some goods are out of stock, sellers should quickly contact each other through Wang Wang, and even send text messages to each other through the mobile phone, so that he can learn as soon as possible out of stock situation, can be replaced as soon as possible, or a refund, rather than hold is hold, eventually causing the other

Another example: Singles section of the horror and memorable express Jap period, so that many express more than the original due to the delivery time, this is also my inevitable, just from Guangzhou to Shenzhen this day back and forth from the distance, incredibly one weeks to send the goods to each other. During the period, the other party complained repeatedly and asked for a refund although the issue of the courier is not caused by me, the goods are also tight goods, but I have repeatedly expressed their apologies through the conversation, and put forward the cost of their own permission under the conditions of the relief, request the other party's understanding, and finally when the goods to the other hand, The other side or the refund operation back to confirm receipt, and give praise.

Marketing and service Marketing

In fact, from Network Marketing to service marketing, nothing but the word of service, the seller should be from the buyer's point of view, to understand each other's mentality, because of the fear of buying fakes, then it is necessary to do credit guarantee, this is not to say pay 1000 yuan margin can be, but to communicate with each other to build up; Do not be suspicious of the other party to trade, in fact, buyers just want to buy your things, as long as the initiative to introduce, actively explain, the initiative to apologize, I believe that 99% of the buyers will accept.

This is the essence of service marketing-initiative, communication, so that buyers more satisfied with the Amoy in your shop.